Complaints

This profile includes complaints for Extreme Customs & Auto Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Extreme Customs & Auto Sales

  2175 S Koeller St Oshkosh, WI 54902-9203

  
• 

  Extreme Customs & Auto Sales

  5013 W Greenville Dr Appleton, WI 54913

  
• 

  Extreme Customs & Auto Sales

  W7627 Highway 21 & 73 Wautoma, WI 54986

  
• 

  Extreme Customs & Auto Sales

  W7627 State Road 21 73 Wautoma, WI 54982-7325

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 24th at 7:10pm CST, I Purchased set of (4) Nitto NT555 G2 Tires (245/40/R19) from the Extreme Customs Website for my 2016 *** 528i xDrive Base AWD Sedan in the amount of $820 . Extreme customs shipped (R235/35/R19) on 6/27 via ***** tracking ************ Tires were delivered on Thursday6/30/22 11:50am MST. July 1st - went to Discount Tires on ********************************** in ******, ** to put the wheels on my vehicle. They informed me that the wheels were too small for my vehicle and that those were for a 3 series and not a 5 series saying my vehicle was to heavy. Returned wheels via ***** shipping in excellent condition as requested. I was informed i would recieved a full refund but only $10 was deposited in my account on 7/26. I expect a full refund of $820 as promised.

  

  Business Response

  Date: 12/05/2022

  Hi *******,

  Sorry for the troubles, please reach out to us at ******************************* so we can get this taken care of for you!

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 2022 I paid $1700 for wheel that are damaged.all 4 wheels have pits in that expose bare metal I have exchanged several emails with ****************** customer care team .I have submitted photos of the damaged wheels. The only response I have received is to sent more photos. I finally asked for a prepaid return shipping label and a refund. I have received no response

  

  Business Response

  Date: 11/28/2022

  Good morning *******,

  Sorry for the troubles, we are currently working on getting this resolved for you! We will be contacting you shortly!

   

  Thank you.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Wheels on the website I have pictures showing the wheels I purchased the wheels that came were similar but they had a different name as well as a little bit different style I don't like the wheels that they sent me because they are simply not what I purchased from the website but they are claiming and I have all the documentation if needed that that picture is only representative due to the size of the wheels it could vary but they're just talking about the offset in the lip size but they're trying to make it sound like they can send you a different rim as long as it's in the same color pattern but the rim clearly has two different names on it which I will show you in the evidence then they want to charge me almost $1,200 between restocking fee and shipping when it is clearly not my fault they sent the wrong merchandise right there inside *****

  

  Business Response

  Date: 11/09/2022

  Hi CJ,

  Upon looking, it appears you reached out to us originally due to the wheels being dual drilled and having a larger center bore than your factory wheels.

  Regarding the hub bore, all aftermarket wheels have a larger hub bore to fit a variety of vehicles. That is also why aftermarket wheels are lug centric and not hub centric. It's also why you are unable to use factory lug nuts with aftermarket wheels due to the lug holes being considerably smaller.

  Regarding the wheels being dual drilled, you will not have any sort of vibrations nor are the wheels not safe. Once you install the center cap, it will cover the lug holes that are not in use as that is how the center cap is designed for the wheel that was ordered. We have sold this exact setup multiple times in the past without any issues.

   

  Let me know if you have any further questions.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear

  That was the original complaint until I realized that was my mistake that they were drilled my complaint actually is and they know this I have the email to prove it that they sold me a different wheel then I bought they shipped me a different wheel than I bought I should say and right now we're going back and forth on it and they know this they're just trying to change the subject that's what those two pictures are for one picture is of the wheel I bought and the other picture is the wheel they sent me two totally different wheels and what they're going to say is well that's the brand name I understand that I didn't I am okay with the brand name but the model name is what I'm purchasing XF forged not just straight X flow all I ask and the only resolution is to take the wheels back because they are not the ones I purchased and the excuse you give is your little disclaimer different sizes have different things that's okay I understand the lip sizes what you're referring to are the offset size or the side amount of lug nuts that are there so quit trying to get people to run around and do your job we already have another entity involved in this we can continue further
  
  *****************************

  

  Business Response

  Date: 11/10/2022

  Hi *********,

  The brand name you purchased is XF Flow which is found in the pictures you provided. Please see attached picture.

  Thank you.

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Nobody is denying the brand is explode if you reread my last comment I agree with that I am talking about the model that is x-forged which is on the picture I sent you the rims are slightly similar because they're black and red but other than that they're not the same wheels in the picture that's why I sent you those pictures and you know this you're just trying to get over on people there's at least 50 reviews on trust pilot of you guys doing this kind of stuff then I can send those if you want so it's not like this is something new to you
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/11/2022

  Hello,

  Please see attached image.

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That is the same picture you sent earlier and as I explained explode is the brand X forged is the model that is just like going to a Chevrolet dealership and then trying to sell you a **** or you going to buy a Corvette and they try to sell you a spark it is bait and switch and that little disclaimer you have highlighted all that refers to is the width and the lip size and the lug bolt pattern it's not my first rodeo Seor
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stopped in at Extreme Customs on 9/15 and spoke with a counter salesman there. I told him about a set of wheels they had listed on their website that I was interested in. I was concerned about the bore diameter listed on the website and how it would match the hub on my truck because I wanted a wheel that would be "hub-centric". He told me that the bore was oversized but that they would supply a centering spacer to make them hub-centric. This seemed acceptable, so I placed an order (#********). When the wheels arrived on Monday, 9/19, I was very excited to pick them up. When I got home with them, I looked in the box to see if the centering ring was there. I did not see anything, so on Tuesday, 9/20, I went back to the store with them to ask about the spacers. As it turns out, there is NO SPACER AVAILABLE for my application. I then informed the salesman that I would like to return the wheels because I was shopping for hub-centric wheels and the ones they sold me were not. The salesman then brought out a manager who basically told me that I was stupid for wanting hub-centric wheels and that the wheels they sold me would be fine. I told him that I still wanted to return them because they were NOT what I wanted (or was promised). He then told me I would have to pay a 25% restocking fee if I insisted on returning them.

  

  Business Response

  Date: 09/22/2022

  Hello,

   

  Those wheels are specifically made for his bolt pattern by one of the largest aftermarket wheel manufactures in the world, Wheel Pros. They have sold thousands of wheels in those specs for his vehicle application with no issues. The real issue is he mentioned that he bought used wheels from someone else a long time ago. He needed adapters and had problems with that and this situation reminded him of that. We told him that the wheels will fit for his vehicle, be safe and the reason he wants to return them would not be approved without a restocking fee. There was shipping and labor involved with the purchase of the wheels and nothing wrong with them. We have never called a customer stupid, ever. If he agrees, we have no issue posting the security footage for the BBB to review and confirm.

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response.

  I apologize for implying that you called me stupid.  No, you never came out and said it literally.  I did, however feel like you were treating me like I was.  I'm sure that was not your intent.

  In regards to the wheel spacers which I had used in the past, I merely was trying to explain that once I modified them to be "hub centric", they worked as fine as any wheel out there.  I made no mention of attempting to adapt some used wheels from a third party.  I simply purchased brand new spacers to offset my factory truck wheels.  Those spacers were sold to me as being hub centric but when I used them at first, they caused me issues.  Once I determined what the cause was, it was too late to return them so I made a modification to them on my own dime to correct the problem.  Those spacers are still installed on my previous truck and are still working just fine.  It was with that experience that I began shopping for aftermarket wheels for my new truck.

  My complaint is not with the quality of the wheels that you sold me.  I do not doubt that there are many people that have these same wheels installed on their vehicle and are not having issues.  My complaint is based soley on the fact that your salesman erroneously assured me that the wheels I was interested in would be centered on the vehicle hub.  Had he not convinced me of such, I would not have purchased those wheels.  I am NOT faulting the salesman for this error, mistakes happen.  What I find shocking is that Extreme Customs will not own up (even partially) to the misrepresentation of their product.

  I am requesting that I receive a refund for the wheels I purchased.  I will even offer to pay a restocking fee, but the amount of 25% is ridiculous.  Would 10% be amicable?

  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/27/2022

  Hello,
  
  We am unsure where the 25% is coming from, there is a 20% restocking fee along with shipping costs deducted to cover the costs of all ship to us and back to the distributor.
  We also recommended you try the wheels and if there are any issues, we'll work with you.
  
  You mentioned that you are a machinist and your reason on wanting to return doesn't fall within our return policy where we would take care of it 100%. These wheels are drilled to 5x150 and have a hub of *****mm. They are specifically designed for Tundra's and Land Cruiser's with a hub bore of *****mm. They are 100% manufactured to fit your vehicle. You also received lug nuts that make the wheel lug centric because there isn't a hub centering ring that small.

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The 25% came from a text from your counter boy on Wednesday 9/21 in response to a request from me to confirm the restocking fee.  If this number is not correct, please submit your revised dollar amount in total (not 20% plus some mystery shipping number)

  So, just to be clear, it really doesn't matter what a customer wants.  As long as you send them a wheel that matches up to their vehicle, they have no choice but to accept it... any color...any shape...any size (as long as it has the right lug pattern)

  I have not heard any rebuttal from you in regards to your sales persons promise of some type of centering ring.  So, you are admitting that he did make that promise, but it really doesn't matter, because the customer has no rights!!!!

  If you want to send the security footage, that would be great!  Make sure you get the part where your sales person is scrambling around to find the centering rings that don't exist!  Oh, and don't miss the part where your "machinist" is trying to tell me that the lug nuts you sold were special lug nuts that lock into the holes in the rotor to center the wheel!  That part was GREAT!!!!

  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/28/2022

  Hi ****,

  That part is correct. Your wheels are lug centric meaning the lug holes center the wheels onto the vehicle. That is also why factory lugs do not work with aftermarket wheels. The wheels will fit your vehicle and they were special ordered in after you placed the order. The lugs make the wheels lug centric and there will be no issues.

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/27 I ordered ***'s and tires they never answers the phone and I still haven't gotten my rins and tires

  

  Business Response

  Date: 09/01/2022

  Hi ******,
  
  Thanks for reaching out! It appears we did respond to your inquiry. Your order was shipped with FedEx 277490030693.

   

  Let me know if you need anything else!

• Initial Complaint

  Date:08/24/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some wheels and had to finance through Uown. After reviewing the ordered I realized that I had ordered the wrong thing. I immediately called Uown to cancel and they told me I had to call extreme customs and cancel through them,which I did that day. When I called extreme customs I told them I needed to cancel. They said they had not received the order yet but when they did they would cancel it. Two days later I received a message that the wheels had shipped. I called and asked why they shipped and they apologized and told me that when I received them that I could ship them back and once received they would contact the finance company to let them know the order was cancelled. When the mail carrier arrived with the wheels I told him he didnt need to unload them that they were being sent back. A week later extreme customs let mw know that they received the wheels but they would not contact the finance company to let them know the order was cancelled until I paid a 427 dollar restocking/return fee. Now the finance company is going to continue to charge me for a product that I do not have. Please help!

  

  Business Response

  Date: 08/29/2022

  Good morning ****,

  Thanks for reaching out and sorry for the issues! I am showing a full refund was issued via Uown already!

  Let me know if you need anything else.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I purchased rims and tires from E.C. and was told I could get credit for my stock wheels and tires towards my purchase. E.C. took my wheels and tires and put them in the 20' enclosed trailer on the side of the building, I was never given credit. I asked for them back, and was told they don't have them. 2. I purchased tires for my wife's 2017 ****** Quest. We had a warranty claim for them. We had to purchase new tires and the original purchased tires were sent off (no idea where). We've been inquiring since October of 2021 about the warranty with no answers/response. 3. E.C. installed the side skirts on my 2018 ***** 3. They don't return my messages so I don't have a copy of that invoice. The adhesive they used was supposed to be permanent, but my side skirts ended up peeling off, leaving paint/body damage where this adhesive was applied. I have reached out to *********************, Owener/CEO of E.C. and have no answers still. Mid/late **** was the last phone interaction I had with him and I was told "my stock rims are gone, idk what you want me to do about it". I still have not been reimbursed for the damage to my paint and skirts. I still have no answer of my warranty, the original purchased tires, or a refund.

  

  Business Response

  Date: 08/09/2022

  Hello,

  This complaint is missing a ton of context. It took over two years for us to even get a payment from ************** on the wheels/tires that he was using on his vehicle. Install date was around 1/2/2020 and after it was brought to light that he didn't pay for them, it was then mentioned that he "traded-in" his factory wheels/tires. After months of going back and forth, ************** finally agreed to pay the invoice with the trade-in on it on 1/6/2022, just over 2 years after he had them put on the vehicle.
  
  As for the tire warranty, it doesn't look like there was even an alignment or tire rotation ever done. If ************** could provide that documentation, we can look further into it.
  
  The body kit install that ************** was unhappy with wasn't installed at our main location. The only record of ** doing anything was at our ******** location on 2/12/21 for $51.00 + tax. We can issue a full refund for that if he wishes?

  Customer Answer

  Date: 08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 08/10/2022

  I provided "Pockets" ****** with my information to set up affirm as well as the previous GM of **. I have multiple affirm accounts and dont track them closel. At the time i just assumed the a affirm account was set up since i provided my informant to Extreme Customs on 4 seperate occasions.It wasn't until after they were gone that ***** stepped in to resolve the ****, informing me it was not yet set up, which i had no issues with. I received a quote, which was a larger amount than I was originally told, and the credit I was assured was not on the ****. I brought these concerns up to *****, since ***** took over squaring away my ****. I received a new updated ****, without the credit for my stock wheels and tires. I inquired about them and *****'s reply was "I dont know why they told you that" I was fine with not receiving a credit, i just wanted my stock wheels and tires back. I still don't have them.
  
  I was sent another invoice, but I could not access my account. There was an issue with the site, I could not reset my password or access my account. I informed ***** of the issues I was having with a login so I could pay my ****. I struggled with no help for another few weeks, and tried to just create a new account which ended up causing more problems than help. They eventually were able to reset my password and I set up affirm immediately. I never denied my ****,it's paid. I would like my stock wheels back, or compensation for them.
  
  2. Everything that was asked of us, per ***** has been provided. We initiated our warranty claime in July of 2021. Our tires we're sent out to someone to do something with.... what we do not know. I have been messaging **** and ** since last year for any updates/information etc on them only to find out NOW they need/want more information. Where have my tires been since August when they were sent away? Why, on our multiple attempts to figure out the status are we asked a year later for additional info?
  %3cbr/%3e
  
  
  I would like compensation for the side skirts since I had to order new ones, the body shop to repaint them, and a refund of the installation. The location of the ** store should not matter. The quality of work and standards should he upheld regardless of main location or other. It's not just the install, the paint on my car is damaged from the permanent adhesive. I had to order new side skirts. My car is at ********* to address the side skirts.
  
  1. Return of or compensation for stock wheels
  2. An answer from who ever our tires were mailed to for "inspection" last August
  3. Skirt reimbursement

  

  Business Response

  Date: 08/12/2022

  I attached the invoice that shows you were given a credit for the wheels and tires already. If you want to pay the $733.86 and we can source you a set of used factory wheels/tires, we will agree to do that. The price of those wheels and tires with powder coating was around $2,000. Then there was a credit issued like you mentioned. That's how the price arrived to the $1,250 + tax.
  
  
  Not everything was provided to us for the tire warranty claim. We still need proof of alignment and tire rotations. Where was that done at? Once we get that, we can proceed and see what we can do. However, many times when just two tires are an issue, it's typically an issue with the alignment and/or not rotating them.
  
  
  Unfortunately, we will not be able to help with the side skirts. The best we can do is issue a refund for the amount you spent with EC. That invoice is also attached. As you can see, the amount that he paid was way lower than a typical body kit install consider the amount of time, labor, supplies, etc. that would go into an install like that.
  
  It's also important for the BBB to know that ******************* is also a partner in the Shop Bar & Grille, which Extreme Customs funded for the initial startup and still owns a percentage of with **************. Unfortunately, that partnership didn't work out the way everyone had planned. Extreme Customs ******** was in the same building as The Shop Bar & Grille and **** personally knew most of the team members that were at that location (which is no longer open). He's using the BBB platform to bring up things that had already been discussed and/or worked out. Had the owner not gotten involved after nearly 2 years of him having aftermarket wheels and tires, they probably still wouldn't be paid for considering months and months went buy without ************** saying anything.
  
  
  As you can see by our reviews, rating, response time, etc. we take each and every BBB case very seriously. If ************** can provide us with the alignment and rotation info that we need, we'll see what we can do.

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 08/15/2022

  My information was provided to EC on 4 seperate occasions. I was told by Pockets and ***** they could **** Affirm since I had an account with Affirm already. Payment was never refused / denied. July 26th an invoice was sent in the amount of $1,255.95. August 2nd I inquired about the credit for my stock wheels, that ******** failed to report to ***** or Oshkosh. When I asked ***** on August 2nd about this credit his reply was "??" And "What?! What credit did they say?!" They price of ******** was generated prior to ***** and Oshkosh knowledge of said credit. The issue being "resolved" was that I didn't care about the credit so long as my stock wheels were returned. I have neither credit nor return of my wheels.
  
  Everything was done by/at ********************* for the Toyo's. Tires, installation, alignment and disposal of used. Either under my name or my wife's, ************************* ************. Our tires were sent off for some kind of inspection and they determine if a warranty is merited is what we were told. I have provided when the warranty was initiated in one of our previous conversations here, July of 2021. EC stopped talking / replying to us in October which was also provided as a previous attachment.
  
  I was not then, now, or ever an Extreme Customs employee. While I knew the staff, I had no involvement in pricing, billing, hourly rates etc. I set up an appointment to have my side skirts installed permanently. Something was not done correctly, the adhesive did not hold damaging my paint and cracking my skirts. If pricing was not correct I feel that should he addressed with employees.
  
  EC has been made whole on their end, I would just like the same on mine. I was told on June 15th ***** would "get with **** and see whats up" on my warranty and I heard nothing. I asked again on August 5th if there were any updates and I received no response.
  
  

  Customer Answer

  Date: 08/15/2022

  That information should be on file with Extreme Customs. If it isn't under my name it should be under my wife's. *************************, ************

  Customer Answer

  Date: 08/16/2022

  I don't have a copy. Everything was done through ********************* under mine of my wife's name/file. We're they able to find alignment proof on file?